Two people sharing concepts

“Ah Yes, I Remember it Well!” Why Knowledge Management Matters

Access to essential information and the ability to apply it with full knowledge of its implications are essential to all services. Knowledge management has long been a bane of services. What does one have to do to keep the information flowing? The European Committee for Standardization suggests the definition: “Knowledge is the combination of data and…

Two heads with connected thought

“Mind the Gap!” Business’ Relationship with IT

Business users and IT (and other services) departments love to be rude about each other. Mutual incomprehension and worse frequently reign. What can be done to establish and maintain a healthy relationship and the high quality of service alignment? The gap between Business and IT has long been deep. IT people too often have little…

Celtic knot brooch

The Challenges of Integrating Service

There are many aspects of building a multi-supplier model that must be managed concurrently. This post focuses on the governance and operational conditions that must be established for successful Service Integration and Management (SIAM) and Systems Integration (SI). Not least of these is the skills and attitude needed within the retained governance. Transition No service…